1. Connecting customers in a multichannel world http://igdigi.com/UBM
The social challenge
Connecting customers in a multichannel world

2. @ballantine70 matt.ballantine@theiggroup.com

5. Katie’s section on the future

6. © 2012 Forrester Research, Inc.

7. 2014

8. Research rationale 65 organisations interviews
Structured and open questions
Interviews from marketing, IT, customer experience professional and general management

9. Ahead of the curve

10. Perceived adoption by sector
TMT
Business Services
Financial Services
Education

11. Adoption
Multichannel

12. Who owns digital?

13. Three stages of evolution
Chaotic
Centralised
Decentralised

14. Exemplars
DECENTRALISED CENTRALISED CHAOTIC

15. The road ahead

16. Three takeaways Stages of evolution Networks versus media
Looking outside of your sector
1. Three stages of evolution
2. Social networks vs social media
3. Don’t limit yourself to your sector
4. Integrate and retain traditional methods/tools that work
Katie’s section on the future

17. Connecting customers in a multichannel world http://igdigi.com/UBM
The social challenge
Connecting customers in a multichannel world